Pick Ur Facility Service

Section: Customer Complaints Procedure No: CS-02

Subject: Instructions for grievance redressal Effective date: 07-07-2022
Facility Manager: Revised date:
Review Date:

STANDARD OPERATING PROCEDURE

Purpose:
To lay down documented guidelines for managing customer complaints made by our client after
offering services and other interested parties.

Procedure:

Complaints handling procedure

1. Listen to the complaint. Thank the customer for bringing the matter to your attention. ...

2. Record details of the complaint. ...

3. Get all the facts. ...

4. Discuss options for fixing the problem. ...

5. Act quickly. ...

6. Keep your promises. ...

7. Follow up.

When the service is finished for a client from our company, it is mandatory requisite to
collect feedback form from client, such process will help in recording their complaints or
suggestions if any. Also, the customer feels the professionalism of our company in services
offered and refer other clients for our business. The process or stages of handling client
complaints were explained below in a simple flow chart.
1) Record the complaint. 
When your company receives a complaint, it must be recorded appropriately in your
complaints system. All complaints (phone calls, e-mails, hand-written comments from the
comment box, etc.) should be recorded by the corresponding responsible person.

2) Analyse the complaint. 

All complaints should be analysed initially in order to decide whether a quick resolution is
possible or escalation is needed. The complaints should be dealt with as soon as possible;
however, a timeframe for quick resolution should be defined. If the complaint can’t be resolved
in this timeframe, escalation of the complaint is required, and the customer should be informed
that their complaint is being investigated.

Not all complaints can be resolved quickly to the satisfaction of both parties. The
procedure should set criteria for when a complaint should be escalated. General cases when
complaints are escalated for investigation are:

 when a quick resolution was tried, but the customer is still dissatisfied;
 in cases of some VIP customers;

 in cases of complex and/or sensitive complaints;

 when the complaint raises complex and/or high-risk issues, etc.

3) Resolve the complaint. 

There should be designated persons for dealing with complaints. The two most important things
that this person should take into account are what does the customer want to achieve by
complaining, and can he/she resolve the complaint or should someone else be involved?

4) Investigate the complaint. 

In cases when a complaint is escalated for further investigation, the decision making should be
on a higher management level. This step will vary by industry, types of services and products you
provide, the size of your company, etc. The investigation should be tailored according to your
company needs.

5) Close the complaint. 

The responsible person like Admin/facility manager should communicate the resolution to the
customer by their preferred method of contact and document the resolution in the system. The
feedback to the complaint should address all aspects of the complaint and provide a detailed
explanation of the proposed resolution.
If the customer doesn’t accept the resolution, the complaint should be re-opened and escalated
for investigation.
 It is more important to follow the process in resolving the customer complaints in an effective
manner with complete satisfaction. Because a dissatisfied customer will affect the business growth of
the company, by spreading his feedback to all his known circle of clients, such a way it leads to spoiling
the image of the company.

Notes the fact that dissatisfied customers may not complain to the service provider, but will tell
a number of people about the bad service they have received. Looks at factors related to the
development of a service recovery system to ensure that dissatisfied customers are dealt with
effectively so as to ensure they receive appropriate levels of service and to maximize customer
retention. Considers factors such as the reasons for customer complaints, reciprocity and complaint
handling and ways to instill a service recovery strategy. This will certainly help in customer retention as
promotes the business growth of the company.
 Pick Ur Facility Service
Section: Cleaning and disinfection Procedure No: CL-03
Subject: Procedure for Cleaning/Disinfection Effective date: 07-07-2022
Facility Manager: Revised date:
Review Date:

STANDARD OPERATING PROCEDURE

Purpose:

To understand and executive the correct way of methods in deep cleaning in various places like
kitchen, living room, rest rooms, etc. in the client place, without any discrepancies/errors.

Procedure: -

Cleaning

i. If surfaces are dirty, they should be damp wiped using a detergent or soap and water prior to

disinfection. Cleaning should be from the cleanest to dirtiest areas. For example, when

scrubbing a sink in the bathroom, always start with the sides of the basin and work your way

down, as the drain is the most contaminated area.

ii. Practice deep cleaning with a disinfectant of frequently touched surfaces, such as tables,

chairs doorknobs, on top and under drawer pulls, light switches, handles, entry key pads,

elevator buttons, faucets and sinks, and other surfaces that are frequently touched. Also,

thoroughly clean toilets with appropriate disinfectant or bleach, and clean the floor around

the base and under and around any bathroom wastebaskets.

iii. Only use a filtered vacuum cleaner. Other types of vacuums can create a significant amount

of dust which can be breathed in and may carry infectious pathogens. If the vacuum bag or

compartment is over half full, empty before vacuuming.

iv. Do not shake out throw rugs. Fold the bottom over the top and put in the laundry on the

warmest temperature recommended by the manufacturer. Larger rugs need to be

vacuumed.

v. Empty out the refrigerator. Place unexpired or fresh foods on a clean counter and throw

away old containers and expired food.

vi. Two of the most contaminated areas are usually the vegetable and meat compartments.

Remove drawers and soak with warm water. Scrub with dishwashing soap. Dry before

replacing in the refrigerator and returning unexpired or fresh foods

vii. Only use cleaners and disinfectants approved for food preparation surfaces. Wipe down all

surfaces with a multipurpose spray from clean to dirty. Start at the top of the back and sides

and work down to the bottom of the refrigerator. After cleaning, replace the drawers

viii. For electronics, such as phones, tablets, touch screens, remote controls and keyboards,

follow the manufacturer’s instructions for all cleaning and disinfection products. Consider use

of water-resistant, wipeable covers for electronics. If no manufacturer guidance is available,

consider the use of alcohol-based wipes or spray containing at least 70% alcohol to disinfect

touch screens. Dry surfaces thoroughly to avoid pooling of liquids.

ix. Clean window sills and window tracks. Use a vacuum cleaner with a brush to remove dirt and

dead bugs.

x. While working on kitchen area, clean out pantries, kitchen cabinets and drawers. Throw out

old or expired food. If applicable, replace shelf paper. Look for evidence of pest infestation.

Only use cleaners and disinfectants approved for food preparation surfaces. Wipe with
 cleaner or disinfectant from back to front and let dry before returning fresh, unexpired food

items and dinnerware.

xi. Clean the shower curtain, shower walls and soap trays and shower caddies with soap scum

remover and, where necessary, mold and mildew remover. Clean shower heads. Bacteria

commonly found on shower heads can lead to respiratory illnesses.

xii. Even though wastebaskets should all be lined, inspect wastebaskets for debris. Clean

wastebaskets, outdoors, if possible, with soap and water and let dry. If cleaning wastebaskets

inside, disinfect the sink or bathtub after cleaning.

xiii. Clean small appliances like toasters, microwaves, blenders, and coffee pots. Also move and

clean under and behind the appliances. Crumbs and drips can attract pests. Splatter in

microwaves can contaminate food.

xiv. When dusting or cleaning overhead surfaces, always dust or clean away from your face to

limit the amount of dust and particles that may fall on you.

xv. Clean ceiling fan blades preferably with a Swiffer or other type of damp pad with an

extension cleaning wand. Dry dusting disturbs particles that become airborne instead of

collecting and removing the particles. The steps for cleaning a ceiling fan are:

i. Place a piece of duct tape or electrician’s tape over the wall switch. This will prevent the fan

being accidentally turned-on during cleaning.

ii. Always wear a mask and eye protection.

iii. Use an extension cleaning wand such as a Swiffer with a pre-moistened cleaning pad. If a

ladder is required, use only a Safety-approved ladder and read instructions before use. It is
 recommended to perform this work in pairs with one person on the ground to hold the

ladder and ensure safety while the other person performs the cleaning.

iv. Dust the top of the fan blade surface first, wiping away from you.

v. If cleaning by hand, use a split microfiber positively charged cloth which, with disinfectant,

attracts the negatively charged dust particles like a magnet.

vi. When cleaning is complete:

1. Remove the tape from wall fan switch.

2. Remove and dispose of the mask properly,

3. Wash hands immediately.

4. Then remove and clean eye protection.

5. Change clothes.

6. At a minimum, wash face, neck and other exposed skin with soap and warm water. If

possible, shower and wash hair. Always dust with a damp cloth using furniture spray or

disinfectant. Use a Swiffer or other damp pad for dusting tops of shelves and cabinets and

dust away from your face.

Work Instructions for deep cleaning: -

Deep cleaning is best performed going from high-to-low (ceiling-to-floor), then outside-to

inside (walls to center), then surface cleaning clean-to-dirty (end of counter to sink).

a. Check the ceilings for cobwebs and dust. For non-textured ceilings, a soft-bristled broom can

be used to sweep the dust and cobwebs to the floor. For textured ceilings like popcorn
 ceilings, a vacuum with a long hose and the widest brush attachment is best. This will capture

the dust and prevent it from falling on you and spreading around the room

b. Move furniture away from walls and windows. Inspect for evidence of pests, including rodent

droppings. If there is evidence, take photos and document the areas before cleaning, and

report findings to the concerned supervisor for action. Sweep baseboards with a broom to

remove loose dirt and debris. Vacuum the crevice between the carpet and the baseboard

before cleaning walls and baseboards.

c. Remove drapes, if any. Send them out for professional cleaning. It is possible that an outside

service can steam clean drapes at the same time as the carpet, rugs, and upholstery, but it is

difficult to clean the window casings with the drapes attached. Also, drops of cleaner may

stain or discolor the fabric. Replace the drapes after cleaning the window casings,

baseboards, and, if necessary, walls.

d. Using the cleaning solution spray and cloth, clean the tops then sides of window casings.

Spray and wipe both sides of the blinds. Then clean the window sill, under the sill, and

window tracks, vacuuming the tracks if necessary.

e. Vacuum furniture, including under cushions before removing from the room. Vacuum rugs, if

any, and remove from the room. Then vacuum the entire carpet. Inspect for stains, frayed

seems and other wear and tear, document and photograph it.

f. Dust all surfaces from top to bottom per routine cleaning. In addition, remove books and

other objects from shelves. Inspect for evidence of pests and report any evidence. Damp dust

the back, sides, then bottom of each shelf. Damp dust books and objects before returning to

the shelf.
g. Sometimes walls will have “drips” caused by condensation mixed with dust or other particles.

There may also be debris or food spills that were previously unnoticed. Cleaning walls may

also return paint to its original color and could remove odors. Although there are multi-

purpose cleaners that are safe for paint, dishwashing soap in clean water is usually sufficient.

Put 2-3 drops of dishwashing soap in a standard mop bucket and fill 3/4 full with warm tap

water. Dip a cloth and wring excess water out to avoid dripping. Clean obvious dirt, marks

and debris first. Use a sponge mop with a long handle to avoid using ladders or stepstools.

Start at the corner of one end of the wall and clean from the top down to the baseboard a

section at a time. Clean baseboards last. Empty dirty water often and replace with clean

soapy water. After cleaning, wash the bucket and disinfect the sink or bathtub used for

emptying and washing the bucket.

 Karcher cleaning equipment used for our services.

Pick Ur Facility Service

Section: Cleaning and Floor Polishing Procedure No: CL-04
Subject: Instruction to workers/Supervisors Effective date: 08-07-2022
Facility Manager: Revised date:
Review Date:

STANDARD OPERATING PROCEDURE

1. Before starting work in client place use sign boards, “cleaning in progress” and start preparation

and commencement.
2. Protect the electrical fixtures and plug points by covering using plastic roll/cover when

necessary.

3. Take pictures in mobile before commencement of work, and after finishing the work in client

place.

4. Always wear PPE, such as masks, glovers, helmets etc. before starting your work.

5. Carefully go through the instruction of operating manual for the scrubbing machines, wet and

dry vacuum cleaners which are used for cleaning tasks.

6. Always inspect the plug to ensure the pins are firmly fixed in the power socket, also ensure there

is no exposed electric wires in workplace.

7. Use a blue macrofibre cloth and inspect the machines one by one. Wipe the power cable from

machine to the socket if found wet.

8. Inspect the consumable tank, filters, waste water tank of the extraction machine and ensure that

they are empty and clean.

9. Always ensure that the wheels of the machine is moving freely and firmly fixed.

10. Always check and ensure that the spray head is clean and clear of any obstacle.

11. Always check the on and off button of the machine, and speed regulation switch of its condition

and working properly.

12. Identify the wet and dry vacuum to be used and remove from its storage location ready for

inspection.

13. Prepare cleaning solution according to the manufacturer’s instruction.

14. Ensure that the work area is well ventilated and there is sufficient lighting.

15. Move small &unsecured furniture’s if any in the work area to avoid hinderance to work.
16. Before cleaning, check flooring for any damage, stains, areas of wear and tear or problem points

and report if found.

17. Clean inaccessible areas using soft or hard hand brush.

18. All marks and smudges on the floor must be removed /buffed with clean cloth.

19. Always ensure that the floor is left as dry as possible after the floor polishing process.

20. If cleaning done manually or with hand scrubber, prepare a bucket and scrub the floor using

minimum amount of water.

21. Arrange all chairs/sofas back to their initial location, as per the picture taken before starting the

services in client place.

22. On completion of work, wipe all cleaning tools and accessories/equipment at the same time

inspecting the condition for any damages. The cable should be cleaned and coiled properly to its

location.

23. The scrubbing machine tank (solution and waste tank) should be cleaned ensuring it is dry before

storage.

24. Wipe the cleaning in progress board and place it back.

25. Wash hands properly at the end of your task following the hand washing procedure.

26. Remember to collect feedback from customers using specific forms given by the company.

27. Always thank the customers for availing our services by adding value for our company.
 Pick Ur Facility Service
Section: Performance Appraisal Procedure No: HR-02
Subject: Performance evaluation of employees Effective date: 09-07-2022
Facility Manager: Revised date:
Review Date:

STANDARD OPERATING PROCEDURE

Purpose:
 The performance review is intended to be a fair and balanced assessment of an employee’s

performance. It is a time for the supervisor and employee to review the performance of the last year,

give and receive feedback, clarify job duties, explain management’s expectations, and set goals for the

coming year. To accomplish a fair and balanced assessment, management must provide the employee

an opportunity to express his/her opinions about the employment relationship. Even though the

employee’s past performance is reviewed, an essential component is planning for the next year.

Procedure

Essential Elements of Performance Reviews:

1. Employee completes the self-evaluation process. This step in the process is very important for the

employee to reflect on the last year to state their accomplishments and assess their own performance.

2. Supervisor completes the initial evaluation (using the MJR’s or job description). The supervisor may also

review the performance review from the previous year to see if the employee’s goals and objectives

were met.

3. Administrators review Draft PE’s. During this step we review all scores and comments for all staff

throughout the college. If changes need to be made, they are completed at this time.

4. Employee and Supervisor meet to discuss the review. The performance review process must include

one-on-one discussion between the supervisor and employee with both parties being full participants.

Ratings

Expectations should be specific, measurable, attainable, realistic, and timely. An employee should be

evaluated based on how well he/she has met the known expectations of his/her position.
Evaluate the employee using the following options:

1 = Does Not Meet Expectations

• employee did not consistently meet the job standards

• performance needs improvement in areas of consistent weakness

• employee requires close supervision to meet expectations

• if employee fails to improve, corrective action may be recommended

2 = Meets Expectations

• employee consistently met the job standards

• results were timely and accurate and were produced with minimum supervision

• employee recognized and adjusted well to changes in work situations and assignments

• solid, good performance was the employee's norm

3 = Occasionally Exceeds Expectations

• employee periodically exceeded the job standards

• employee achieved results above expectations

• employee showed exceptional performance and effort from time to time

• performance is sustained and uniformly high with thorough and on time results

4 = Consistently Exceeds Expectations

 • employee clearly and consistently exceeded the job standards

• exceptional performance and effort were the employee's norm

• employee achieved results well beyond expectations

• employee contributed unique, innovative and workable solutions to projects and/or problems

Begin the process of Performance Evaluation cycle, those supervisors whom are giving employees

ratings of 4.0 in any major job responsibility category supervisors must provide a detailed justification

regarding how your employee has gone above expectations. These should be submitted to your

department head/Admin manager for review.

Questions: -

If the employee disagrees with the evaluation, he/she should discuss his/her concerns with the

supervisor. The supervisor may consult with the department chair or other administrators if needed.

Pick Ur Facility Service

Section: Air Conditioners Maintenance Procedure No: AC-02
Subject: Cleaning Procedure Effective date: 11-07-2022
Facility Manager: Revised date:
Review Date:

STANDARD OPERATING PROCEDURE

Purpose:
To execute the cleaning process in customer place without any problem and to carry out the
equipment cleaning professionally with customer satisfaction. The SOP is addressed to all workers
performed by a Pick Ur facility service in connection to Air Conditioning Cleaning/installation of new
units etc.

Procedure:
Detailed Procedural Rules:
AC Cleaning/maintenance shall be carried out by the qualified and trained professionals.

This shall include, but is not limited to:

- Cleaning/renewal of air filters;

- Cleaning of evaporator;

- Checking the efficiency of the unit;

- Checking the refrigerant charge;

- Checks for leaks, the condition of all copper pipe work, insulation material, drain pipe and the general
state of the indoor and outdoor units.

If any faults/abnormalities are encountered during the process maintenance, corrective actions have to
be carried out accordingly as indicated below.

Cleaning/renewal of air filters.

Air filters should be taken off the indoor unit and washed with clean water. Before re-fitting into
indoor unit, the air filters should be dry. If any filters are damaged, these should be renewed
/replaced.

Checking the efficiency of the unit

The temperature meter is used, indicating the room temperature and the indoor unit’s air flow
temperature. Unit is checked to ensure superheat is per parameters (5°C -10°C).
R22 Refrigerant:

No virgin or recovered R22 can be used to service air-conditioning units. If leaks are detected in any air-
conditioning unit that is still in service and it contains R22 gas, all the R22 gas is to be extracted and the
possible solutions should be considered:

- Drop-in refrigerant replacement

- Replacement of gas to be intimated to the customer before filling for approval of cost.

-Use only recommended refrigerant for the respective ac equipment as per manufacturers
recommendation.

Checking against leaks and the condition of all copper pipe work, insulation material, drain pipe and the
general state of the indoor and outdoor units

Refrigerant leaks are checked using an appropriate and calibrated gas leak detector. Calibration
of the instrument is performed during every maintenance procedure (3kg and over) and calibration
records are to be available with the worker.

All hardware checking is done visually. Any damaged material should be replaced.

Maintenance, repairs or disassembling of part/all of the refrigerant circuit of a unit

The ac technician should do the pump-down of the refrigerant from the air conditioning unit

using a refrigerant recovery unit as the first step before starting any maintenance, repairs or

disassembling which affects the refrigerant circuitry. If the unit is repaired and the refrigerant circuit is
once again complete, the technician should then vacuum the system before this is re-charged with the

proper refrigerant. The charging amount is specified on the manufacturer’s label found on the outdoor

unit.

Reporting:

Air-conditioning Log Sheet should be filled in by the ac technician for any maintenance /cleaning

work done on the units at customer place. This is verified by the supervisor on daily basis. These are

stored in a database and are to be made available to the facility manager upon request.

Quality Audits:

The Supervisor should keep all the necessary records required for audits readily available to the

facility Manager upon request. Any queries should be discussed and tackled within the required

timeframe. Audits are normally carried out annually between March and August.